E-commerce Customer Experience Representative, Tier I
Job Description:
- Provide omnichannel support via phone, email, live chat, and Freshdesk ticket management.
- Handle inquiries related to move-in logistics, delivery coordination, order status, account updates, returns, and billing.
- Resolve standard Tier I issues independently using SOPs and knowledge base resources.
- Escalate complex issues (medical/safety concerns, delivery failures, missing/damaged items, billing discrepancies) to Tier II with clear documentation.
- Maintain detailed and accurate ticket notes, following escalation pathways and communication guidelines.
- Prioritize accuracy and consistency over speed, especially during peak move-in periods.
- Coordinate with internal Operations teams as needed.
Requirements:
- Strong emotional intelligence and resilience in high-volume, high-pressure environments.
- Ability to deliver firm, policy-based responses with professionalism and empathy.
- Excellent reading comprehension and attention to detail.
- Technologically literate: confident with Windows 11, Microsoft 365, and CRM/ticketing systems.
- Accurate data entry, documentation, and written communication skills.
- Typing proficiency and ability to multitask across multiple systems.
- Comfortable working in structured, SOP-driven environments.
- Reliable and able to adhere to schedules during peak demand periods.
Benefits:
- exceptional service to our clients
- positive, encouraging and performance-driven culture
- tremendous opportunities for growth
- remote work benefits